Thomas D'Errico, Pmp Email and Phone Number
"You can't go back and change the beginning, but you can start where you are and change the ending." — C.S. LewisI've led and coached Customer Experience teams in multiple industries for more than 16 years. No matter the business, I know the best customer service boils down to: • Great Communication (this is key for internal and external customers).• A clear understanding of your company and it's various departments (who does what and when).• Building strong, lasting relationships with those you service (again, internally and externally). What I'm great at: • Improving communication streams with ALL customers. • Process mapping to improve internal processes and develop KPIs.• Looking at challenges from all angles. • Not being afraid to ask questions ... or ask for help.• Building relationships. What I'm good at: • A certified PMP with proven success managing projects — from software rollouts to warehouse launches.• Digging into data to find and report on trends — from sales history and projections, to inventory sales and production.• I pride myself on an "open-door” attitude for my team(s) as well as internal and external customers. I like to connect with new people and consider new ideas. Send a connection if you want to chat about leadership strategies or CX and communications.
Ips Adhesives
View- Employees:
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Manager, North America Customer ServiceIps Adhesives Apr 2023 - PresentDurham, North Carolina, United StatesLead North America Customer Service team for adhesives manufacturer with global customer base. ● Develop KPI tracking / reporting as well as internal quality controls. Implement Kaizen and/or 5-Why improvement plans as required. ● Weekly credits and financial reviews (monitoring customer-related issues). ● Assist in launch of customer portal (Salesforce) including pre-go live testing and customer training (development, implementation). ● Sales support during customer-facing meetings. ● Streamline and improve communications with internal and external customers.● Goal setting, professional coaching and developing direct reports (in-office and remote).
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Business ConsultantSelf-Employed / Contractor Apr 2022 - PresentNorth Carolina, United States● Guidance on process mapping for internal processes and setting benchmarks to ensure proper time management and execution. ● Development and reporting of KPIs to improve communications with internal and external partners.● Communication initiatives with a focus on change management and proactive customer service planning.
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Manager, Client ServicesRr Donnelley Aug 2022 - Apr 2023North Carolina, United StatesLead team of customer facing Project Managers for print & packaging manufacturer. ● Workflow mapping for internal process improvements and new order entry; preparation for new CRM and software rollout. ● New customer onboarding; Internal and customer initiated audits (planning and preparation).● Improve and streamline internal communications through development of shared reporting processes.● Escalation point for internal/external customer issues. -
Director, Customer ExperienceMonadnock Paper Mills Oct 2020 - Mar 2022New Hampshire, United StatesLead services group for specialty paper mill with global customer base. ● Reorganization of company’s customer-facing teams (Customer Service, Samples, Transportationand Logistics, Purchasing and Inventory, as well as Planning/Scheduling) into Services Group. Establish and maintain KPIs for all areas.● Excel reporting for weekly, monthly, and quarterly financial data and KPI (charts, graphics, etc.).● Implement new ERP system, including process mapping for customer service, transportation andsales-related tasks.● Sales support during customer-facing meetings. ● Streamline and improve communications with internal and external customers.● Streamline fulfillment and tracking for outbound customers’ sample requests.● Goal setting, professional coaching and developing direct reports. -
Manager, Customer ServiceMonadnock Paper Mills Apr 2020 - Oct 2020New Hampshire, United StatesManage customer service team for specialty paper mill.● Create SOPs and process maps on internal processes (intradepartmental and company-wide). ● Establish and report on daily KPIs for customer service team. ● Manage and/or coach seasoned team tasked with order entry and inventory management, scheduling, as well as on-time fulfillment and delivery to national / global customers. ● Build and improve upon relationships with internal and external customers.● Improve interdepartmental communications.
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Northeast Supervisor, Customer ServiceC&S Wholesale Grocers Nov 2015 - Apr 2020Northeastern U.S.Lead 10-15 person regional team for national wholesale grocer; Helped manage 45+ person call center.● Primary escalation point of contact for customer base throughout Northeast region of the United States; Liaison between customers and various company departments (transportation, warehouse; procurement, sales, customer service, etc.) at all levels of leadership.● Assisted in launch of new GM/HBC warehouse for multiple chain customers.● New customer onboarding including SOP and credit/claim process development.● Analyze business policies and procedures to ensure best practices (to develop short- and long-term strategies).● Representation on weekly customer engagement calls as well as face-to-face customer presentations; Travel to customer headquarters for quarterly meetings/reviews; Field support with on site transportation and customer visits. -
Media SpecialistSelf-Employed Jun 2015 - May 2019New England● Consult with various media organizations and/or local businesses and groups on overhauling existing or creating new marketing and communications strategies.● Focus on content and graphic design, with emphasis on creating new avenues for online, social media and mobile presence, as well as creating new revenue streams and advertising opportunities.● Spec work (freelance) creating new content packages to broaden audiences and generate new sales avenues. -
Content Marketing ManagerDigital First Media ; New England Newspapers, Inc. Nov 2014 - Jun 2015Western Massachusetts; Southern VermontLiaison between news and advertising departments for New England Newspaper properties (online and in print), including several regional daily and weekly publications.● Envision and plan content packages / special products for sales team to sell, in print and online.● Community outreach and sales pitches.● Create / Re-vamp sales campaigns.● Associate Publisher of Southern Vermont Adventures magazine. -
Executive EditorBrattleboro Reformer Feb 2007 - Jan 2015Brattleboro, Vt.Lead newsroom and plan all aspects of publishing daily newspaper and online platforms.● Successfully switched to new publishing platform and outsourced to centralized pagination desk.● Coordinated and contributed to award-winning news coverage.● Developed and launched social media presence and niche websites.● Regularly met with national, state, community, and business leaders as public face of the organization.● Recruit, hire, and train new employees.
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WebmasterNew England Newspapers, Inc. 2010 - 2014Brattleboro, Vt● Oversee online content and design for home pages of multiple daily news outlets.● Create special section pages (slideshows, video, etc.).● Create and/or manage blog sites. ● Creation and curation of social media initiatives (Facebook, Twitter, Instagram, YouTube, Google+, Pinterest, Tout, etc.). -
![Cnhi [The Eagle Tribune]](https://cimg.aeroleads.com/ln/logos/4f/52ef4fbe416486d90b007d65a64b42f4.jpg)
Editor / CopydeskCnhi [The Eagle Tribune] Sep 2005 - Feb 2007North Andover, MaCopy-edit and page design for multiple daily publications from centralized copy desk.● Edit and write/re-write local news content. ● Liaison between central editing department and multiple satellite news offices. ● Design daily pages and section fronts. Layout, editing, graphic design and content control for The Eagle Tribune, Gloucester Daily News, Newburyport Daily Times, Salem News and Derry News. -
Features EditorGreenfield Recorder Jun 2000 - Aug 2005Greenfield, Ma● Design daily arts and features pages, as well as a weekly 12 - 24 page tabloid. ● Layout, editing, graphic design and content control; design of special sections. ● Weekly meetings with reporters and staff of columnists and contact with various community groups and national publicity departments.
Thomas D'Errico, Pmp Skills
Thomas D'Errico, Pmp Education Details
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Bachelor Of Arts - Ba -
High School Diploma -
Saint George'S College (Harare, Zimbabwe)
Frequently Asked Questions about Thomas D'Errico, Pmp
What company does Thomas D'Errico, Pmp work for?
Thomas D'Errico, Pmp works for Ips Adhesives
What is Thomas D'Errico, Pmp's role at the current company?
Thomas D'Errico, Pmp's current role is Customer Experience Expert | Process Change Leader | Communications Improvement Specialist | Certified Project Manager.
What schools did Thomas D'Errico, Pmp attend?
Thomas D'Errico, Pmp attended Keene State College, St. Mary's International School, Saint George's College (Harare, Zimbabwe).
What are some of Thomas D'Errico, Pmp's interests?
Thomas D'Errico, Pmp has interest in Social Services, Children, Civil Rights And Social Action, Education, Health.
What skills is Thomas D'Errico, Pmp known for?
Thomas D'Errico, Pmp has skills like Social Media, Editing, Blogging, Journalism, Newspapers, Public Relations, Facebook, Writing, Social Media Marketing, Creative Writing, Public Speaking, Copy Editing.
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